HP

[duarte34]

would like to know what the I would like to not do that and I just want to be able to resolve this amicable. thanks. 

I spent over 6 months dealing with HP. I helped them

discover a bios issue that all the computer have been

experiencing for years and HP have never taken

ownership of issue because they were afraid that this can

become a recall of thousands of computers, not to

mention a . After I helped them

discover the issue and they agreeing to fix my computer

at no cost (see pictures attached) they started to give me

the run around. I spoke to multiple supervisors, as they

referred to themselves, and below are their names. First

they asked me to send the laptop for repair and when I

received the box, it had all the personal information of

someone else inside, maybe the previous customer from

If you have any questions or

concerns,whom they reused the box. after receiving the box they

sent me the computer back "fixed" but to my surprised the

computer never arrived. Fedex showed that it was

received but I never received it. When contacted, I was

given the excuse that Fedex sent it back because of a

battery sticker or something. They sent me a different

computer that looked like mine but this one they sent it

broken. They used this information to claim that they can

fix it. I have emails and pictures them admitting all of this

and also an email stating that they were going to replace

the motherboard of my computer, after claiming that they

didn't have any parts. I sent them a working computer and

they sent me a broken one. They were very rude and

taking weeks to respond and were very tone deaf. they

took advantage of me and I want them to held responsible

and do what they said they would do. They stop

responding to me and won't take back the computer Josh

Omen

 Timings: 8:00 am to 5:00 pm EST Gage

[edited]

[Garp_senchau]

@duarte34, Welcome to HP Support Community,

Thank you for posting your query.

We sincerely apologize for the inconvenience and frustration you’ve experienced with your OMEN 15-dh1054nr.

Since you already have a dedicated case manager, I recommend reaching out to them directly, as they are the highest point of escalation within HP and will be able to assist you in resolving this matter effectively.

Could you please also share your complaint number or CSO number via private message? This will help us check the status of your repair and ensure proper follow-up.

Take care and have a good day. 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

[duarte34]

Subject: Urgent Request for Resolution: Ongoing Escalation and Service Issues

Dear Garp_Senchau,

I am writing to express my deep concern regarding the unresolved issues surrounding my case and the repeated lack of proper communication from your escalation team. It seems my previous message may not have been fully understood, so I’d like to take this opportunity to clarify the situation.

Over the past several months, I have made numerous attempts to follow up on my case, but key individuals within the escalation team have continuously failed to respond appropriately. Specifically, Gage, who was assigned as the lead on my case, has repeatedly ignored my calls and emails. On over a dozen occasions, I was told by his colleagues that he would call me back, yet I never received a single returned call.

Paul, the Consumer Escalations Manager, demonstrated even more disregard. Despite my clear communication of availability, he consistently called me at times I explicitly stated I was unavailable due to work. I offered alternate times, but they were entirely ignored. His email responses arrived days—sometimes a week—after I reached out, and he dismissed critical documentation I provided regarding the mishandling of my device.

To make matters worse, my original device was allegedly delivered to and signed for by someone who was not me, not a family member, and at an address that is not mine. Later, I discovered the unit was returned due to compliance issues involving shipping regulations, and what I eventually received was not the same device I sent in. Even more concerning, the replacement showed the exact same issue, which strongly suggests a known, recurring defect affecting this model—as was later acknowledged by one of your senior technicians.

Despite this, Gage formally acknowledged that HP would cover the repair costs, even though the device was out of warranty. He stated:

“Since this device has gone Out of Warranty, I would be glad to set up a repair outside of the warranty that can cover the cost for that through our Service Center.”
– Gage, Escalations Process Lead

However, Paul later contradicted this entirely, claimed no such offer was made, and unilaterally closed the case without my consent. I was left not only without a working device, but with no accountability from HP for the mishandled service and misleading communication.

I have since filed a formal complaint with the Better Business Bureau (BBB), as this has gone on for over five months with no meaningful resolution. The customer service I’ve experienced has not only been unprofessional—it has been emotionally exhausting. I feel I have been misled and dismissed at every step, despite being patient and cooperative throughout this process.

Below are the case numbers associated with this ongoing issue:

Removed case IDs
All I ask is for HP to stand by the commitment your escalation lead made to resolve this by repairing the computer free of charge. I urge you to please escalate this to someone who has the authority and willingness to resolve this matter fairly, ethically, and in accordance with what was promised.

Thank you for your attention. I hope to receive a timely and respectful response to finally bring this situation to a close.

[Garp_senchau]

Hey @duarte34, 

Thank you for your response

I apologize for the trouble you’ve faced. I understand how frustrating this situation has been for you, and I’m sorry for the lack of communication.

I have escalated your case to our senior team for immediate review. They will look into the issues you’ve raised and ensure that someone with the authority to resolve this properly contacts you soon.

We’re committed to resolving this fairly and quickly, and I’ll make sure the previous commitments regarding your repair are honored. If you have any more details or documents to share, feel free to send them my way.

Thank you for your patience. I’ll be in touch again shortly.

Regards,

[duarte34]

Subject: Request for Review and Resolution of Ongoing Laptop Issue

Thank you so much for your kind response. I truly appreciate you taking the time to look into this matter, and I’m hopeful that it will finally receive the attention and fairness it deserves.

I respectfully ask that whoever is reviewing this case take a close and careful look at all the communication and documentation I’ve provided.

Over the past six months, I’ve been repeatedly misled and given inconsistent explanations. At various points, I was told the issue would be resolved—even with full acknowledgment that the laptop was out of warranty—and that the necessary repairs would be carried out at no cost to me.

However, the final outcome was deeply discouraging. Not only did HP return the laptop to me without repairing it, but it was also returned in worse condition—still broken—and, to be clear, HP has been the only party to handle the device throughout this entire process. The attached documentation shows that this latest return makes no mention of the original issue, the warranty status, or the previously agreed-upon motherboard replacement. It’s as if all the prior discussions were disregarded entirely.

I’ve reached out to both Gage and Paul multiple times over the past month with no response. It feels as though, after exhausting all avenues of communication on my end, the matter has simply been ignored.

Please ensure that whoever is assigned to review this situation not only reads the notes left by the previous representatives, but also takes into account the actual proof I’ve submitted—proof that the laptop was known to be out of warranty, that HP committed to repairing it, and that the issue was acknowledged as a manufacturer fault, not something caused by me.

Again, thank you for your time and help. I’m truly grateful and hopeful that this will finally be resolved fairly.

Warm regards,
Emmanuel d santos duarte

845-903-8085

[duarte34]

Sorry, forgot to attach the pictures

 

 

 

 

 

 

[Garp_senchau]

Hi @duarte34,

Thank you for your response

Thank you for your message and for taking the time to outline your concerns in detail. I understand how frustrating this ongoing situation has been, and I sincerely regret the inconvenience and disappointment you’ve experienced.

After thoroughly reviewing your case and consulting with the appropriate team, I want to provide you with a clear and transparent update.

Unfortunately, I’ve confirmed that your laptop model has reached its End of Service Life (EOSL). This means that HP no longer supports repairs or parts replacements for this unit, regardless of the warranty status or prior discussions. Once a product reaches EOSL, our repair centers are no longer equipped to service it due to the unavailability of necessary components and official support pathways.

I completely understand that this may come as further disappointment, especially given the history of communication and prior expectations. I genuinely apologize for any confusion or miscommunication you may have encountered throughout this process. While I recognize this may not be the resolution you were hoping for, I assure you this decision is based solely on the current service limitations for the specific model.

If there’s anything else I can assist you with—such as guidance on potential upgrade options or available promotions—we’d be more than happy to help.

Thank you again for your patience and for giving us the opportunity to address this.

Regards.

[duarte34]

Subject: Formal Complaint and Demand for Remediation – Mishandling of My Case by HP Escalations Team

Dear @Garp_Senchau,

I appreciate your kind words in your last message. However, I must be candid: no amount of courtesy can obscure the profound disappointment, frustration, and sense of betrayal I feel toward HP and, specifically, the way this matter has been handled by your escalations team — most notably Gage and Paul.

From the very beginning, HP has known that my device had reached its End of Service Life (EOSL) status. This was not hidden information, nor was it something that came to light later in the process. Your technicians, your supervisors, and your customer relations staff were aware — fully aware — and yet, instead of being forthright, HP chose to engage me in a months-long charade.

For over four months, I was asked to repeat diagnostics, perform tasks that HP’s own trained staff should have completed, and ship my computer back and forth — not once, but twice. I did all of this in good faith, trusting that HP was acting with integrity and transparency. That trust has been shattered.

The situation took a disturbing turn when HP “delivered” my device to the wrong individual. That alone is an unacceptable breach of procedure and customer privacy. Yet somehow, HP then managed to send me back what they claimed was my same device — now defective, with a new and contradictory explanation that it was “damaged due to accident or misuse.” This assertion is patently false. The device I sent was fully functional. HP was the only party to have custody of it during this entire ordeal. To return a damaged device and then deny responsibility is indefensible.

Your latest communication attempts to justify this situation by invoking the EOSL policy, stating that HP “no longer supports repairs or parts replacement” for this model. But that justification directly contradicts months of representations made by your team, who repeatedly assured me that repairs were underway and that parts were available. You cannot have it both ways. Either HP knowingly misled me about its ability to repair the device, or it is now misrepresenting the situation to avoid accountability.

I invite you — and challenge you — to look carefully at the letter I received. It vaguely claims the damage resulted from “accident or misuse,” yet fails to identify what part was allegedly damaged or how that conclusion was reached. The screen is flawless. The casing is clean and intact. There are no signs of liquid exposure, impact, or user-caused harm. The only entity that had the device long enough to cause damage was HP. I am therefore asking, plainly and on record: what, specifically, was damaged? Who determined that, and on what evidence?

Let me also be clear about the human element of this: I have been treated with dismissiveness and disregard. Gage, an Escalations Process Lead, ignored more than ten messages over a period of two months, despite repeated internal requests from HP representatives for him to contact me. Paul, a Consumer Escalation Manager, responded only sporadically — every two to three weeks — and even then, avoided addressing the substantive issues. Their lack of responsiveness, coupled with their unwillingness to provide clarity, paints a picture not of professionalism, but of evasion.

It is difficult to escape the conclusion that my case was mishandled intentionally, perhaps even punitively, because I insisted on documentation and accountability. I do not make that accusation lightly. But I have seen too many inconsistencies, too many untruths, and too many dismissive responses to ignore the possibility that I was deliberately given the runaround by individuals who should have known better.

If Gage and Paul were unaware of the EOSL policy, then they are unqualified for their roles. If they were aware — and I strongly believe they were — then their conduct represents a serious ethical lapse and an abuse of position. Either way, HP must not allow their behavior to stand unaddressed. Their actions have cost me months of wasted time, hours of needless troubleshooting, and untold frustration.

Let me remind you that I entered into this process seeking a simple, good-faith repair of a product HP manufactured and serviced. Instead, HP’s escalation team has created a situation that borders on customer mistreatment. A global technology leader such as HP cannot afford to have its credibility undermined by employees who treat customers with contempt, or by policies that are invoked selectively when convenient.

Therefore, I would like for HP to consider the following:

1. A full and impartial investigation into how my case was handled, including the actions of Gage and Paul.
2. A written explanation of the specific “damage” claimed in HP’s letter — identifying the part(s) affected and the evidence supporting that claim.
3. A fair and practical resolution, consistent with HP’s earlier representations and promises — whether that be a functional replacement laptop of equivalent value or another remedy that restores what HP’s actions have taken away.

This is not a demand made out of anger, but out of principle. I have invested significant time, energy, and trust into working through the proper channels, only to be met with obfuscation and indifference. I believe HP can — and must — do better than this.

I am attaching all relevant correspondence and documentation once again. I expect a substantive response within a reasonable timeframe. Please do not allow the negligence or misconduct of a few to define HP’s reputation for integrity and accountability.

I am asking for fairness, transparency, and the fulfillment of HP’s own promises — nothing more, and certainly nothing less.

Sincerely,
Emmanuel D Santos Duarte

[duarte34]

Dear Garp_Senchau,

It has now been more than twenty days since I submitted my previous response to you, and I have yet to receive even the slightest acknowledgment. Your continued silence exemplifies precisely the pattern of neglect, disregard, and indifference that I have been forced to address throughout this entire process with HP representatives and supervisors.

This ongoing lack of communication reinforces the very concerns I have repeatedly raised: HP’s practice of leaving customers feeling ignored, dismissed, and ultimately hoping they will simply give up out of frustration. Allow me to make it unequivocally clear—I am not that customer. I will not be minimized, ignored, or discouraged into abandoning an issue that your own team created and has repeatedly mishandled.

Like any customer, I am entitled to be treated with respect, professionalism, and basic human courtesy. HP frequently touts its “commitment to customer satisfaction” across its documentation, promotional materials, and corporate messaging. Yet, your conduct stands in direct contradiction to those claims. If HP intends to maintain credibility, then it must do more than rely on scripted language—it must demonstrate those values in practice.

I expect a timely and substantive response, not silence, not avoidance, and certainly not neglect. I urge you to finally “walk your talk” and address your obligations with the seriousness they warrant.

Thank you.

Emmanuel D Santos Duarte

8459038085